DB script to push the Ticket No & get the Ticket detail, customise the CAD

Version 1
    This document was generated from CDN thread

    Created by: Oliver Rodrigues on 02-08-2010 12:42:51 PM
    Hi Guys,
     
    I have been asked by client to prepare the Database script for IT HELPDESK, the requirement by client is
    1. The Internal users will calling to IPCCX
    2. IPCCX will prompt from the ticket no if there is any,if not then go to Agent.
    3. If the Users has the ticket no, he should be asked to key in the ticket no &  the IPCCX script should do a search/query the DB which is a client SQL DB.
    4.  Validate the ticket no & get the current status of the Ticket No eg: Resolution in Progress, Escalation Done,Ticket Closed etc.
    5.  IPCCX should play the current status to the Caller.
    6.  NOw play a prompt  if the Caller wants to speak to the Agent press 1 or hangup,
    7. If the caller choose to speak to the agent, the CAD (agent desktop) should be populated with the callers ticket no & details.
     
     
    I read the books , I still can not make a head start in this, Can some one please help me.
     
    Thanks,
    Oliver Rodrigues 
     

    Subject: RE: DB script to push the Ticket No & get the Ticket detail, customise
    Replied by: Oliver Rodrigues on 15-08-2010 12:10:22 AM
    HI Guys,
     
    Can any one reply to my post, need your help.
     
    Thanks,
    OLiver

    Subject: RE: DB script to push the Ticket No & get the Ticket detail, customise
    Replied by: Steven Pawlak on 22-09-2010 03:45:07 PM
    You will need a premium system to use the DB steps. You also need to have an ODBC DSN on the CCX server to the DB server in question. You also need to then go to the DB subsystem and make an entry using the DSN that you just made. Then in the script you need to use the Read step, then a Get step to unload the data from the Read step to variables and then a Release step to let go of the connection.